Influence of Psychological Contract on Customer Loyalty to Drugstores

Objective To discuss the influence of the two-way psychological contract on customer loyalty to drugstores, and to put forward some suggestions for managers of drugstores to improve the customer loyalty based on the facts that drugstores have to give emphasis to such problems as how to keep their customers and improve customer loyalty due to the influence factors, such as the rich channels of drug purchase, the individualization of the demands for drug purchase and the strict requirements for the quality of service on the basis of psychological contract theory. Methods A total of 241 valid questionnaires were distributed in Shenyang to collect data and the data was analyzed by SPSS 24.0. Results and Conclusion The data analysis show that the transaction type and relational psychological contract of both drugstore employee’s and customer’s responsibility performance have significant influence on customers loyalty, and the transaction psychological contract of employee’s responsibility performance has the greatest impact on customers loyalty. Therefore, to improve customer loyalty, drugstores should provide reasonable services on the basis of satisfying the customers’ psychological contract, and actively guide the customers to fulfill their own responsibility so as to increase sales.

Research on Improving Customer Value by Using QCC in Drugstores Based on Customer Life Cycle

Objective To build a model to improve the customer value of drugstores,so as to enhance their core competitiveness and share the value between drugstores and customers.Methods The quality control circle(QCC)was used to establish the model based on the theory of customer life cycle.According to recency-frequencymonetary(RFM)model,a general value index evaluation system was constructed for customers in different life cycles,and an example was studied.Results and Conclusion The flow model of drugstore customer management system and the method of evaluating the customer value were designed.Taking the activities of the QCC in a drugstore as an example,the deficiencies of pharmaceutical care such as medication consultation,shortage of drug supply and irrational drug display were improved.It also promoted the transformation of customers from a starting period into stable period and improved the comprehensive value of customers,indicating that QCC was effective.Drugstores should carry out the QCC activities with different themes according to the characteristics of customers in different life circles.Meanwhile,suggestions from customers on improving the environment and facilities,service quality and management mechanism of the drugstores should be effectively adopted to promote the transformation of customers from the starting period to the stable period for the realization of the highest value.This will bring economic value to drugstores and achieve the value sharing between drugstores and customers.

A Survey of Drug Supply Organizations in Rural Areas in four Provinces of China

Aim To realize the present situation of drug purchase, supply, and use in the health service organizations and drug distributors in rural areas, and to put forward some suggestions. Methods An interview survey was conducted in 20 township hospitals, 26 countryside drugstores, and 84 village dispensaries in Hainan, Anhui, Henan, and Sichuan Provinces. Results （1） The main drug supplying organizations in the countryside are township hospitals and village dispensaries. （2） The personnel in the drug supplying organizations are rather inadequately educated. （3） The drug resources in the grass-roots countryside are complex and disordered. （4） Most of the countryside retail drugstores are small, and the number of drugstores is small, but their development potential is great. Conclusion （1） A basic drug catalogue for rural areas should be made up. （2） Legitimate drug wholesale companies should be encouraged to supply drugs for vast countryside. （3） Development of drug distributionstations in townships should be promoted. （4） The administration of drugs in the countryside should be strengthened.

Beijing Tong Ren Tang Drugstore

The Beijing Tong Ren Tang Drugstore, located on the southern side of the Dashanlan Road outside Qianmen Gate, is a well-known old drugstore in the Chinese capital. In the first days after its construction, the store had a pharmaceutical plant at the rear. The medicines produced and sold by

Drugstore.com的制胜之道

通过并购延展业务和消费群体、推出有针对性的微型网站改善购物体验、利用现有资源进行战略性合作以及全球扩张是DSCM的制胜之道。